Company Study: Quality for Value‐added Perceptions and Bottom‐line Results
Kathy V. Libonati
(Managing Director, Product Design for American Airlines, is responsible for six departments, ranging from Cabin Interior and Design to the Admirals Clubs.)
210
Abstract
Considers the “Conceptual Model of Service Quality”. Describes five service gaps, using a case example of American Airlines as illustration. Examines ways of bridging these gaps. Concludes with a personal commentary on the delivering of quality.
Keywords
Citation
Libonati, K.V. (1992), "Company Study: Quality for Value‐added Perceptions and Bottom‐line Results", Journal of Services Marketing, Vol. 6 No. 4, pp. 23-28. https://doi.org/10.1108/08876049210037131
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited